Note: The job is a remote job and is open to candidates in USA. WTW is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. As a Seasonal Benefit Customer Service Representative, you will assist client plan participants through the enrollment process and updates to their health care and pension plans, providing high-quality customer service primarily over the phone.

Responsibilities

• Quickly build rapport and respond to plan participants in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message
• Ability to customize customer service approach to meet all types of communication styles and personalities while maintaining professionalism and diplomacy during difficult calls
• Safeguard confidential information (e.g., medical, health, financial, personal, etc.) with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
• Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon
• Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member
• Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
• Maintain and document complete and accurate call and case notes in a professional manner
• Communicate and collaborate with colleagues, supervisors and other staff in a respectful manner
• Regularly participate in team meetings and training
• You will spend the majority of your time assisting customers
• Perform other duties as assigned

Skills

• Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way
• Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem-solving skills
• Ability to work in a structured environment - adhere to posted work schedule and breaks/lunches, following protocols and adhering to standards of excellence
• High level attention to detail, multi-tasking, and ability to organize work
• Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
• Ability to work autonomously in a self-paced, self-motivated team environment
• Must be comfortable working in a virtual environment to include on-line training and interaction with Managers/Supervisors via chat
• Ability to understand and follow oral and written instructions
• Ability to type 30 words a minute
• Experience working in a customer service-related field
• High School degree required
• Associate or Bachelor's degree nice to have
• Working knowledge of health and welfare and/or defined benefit pension plans
• Experience working in a call center environment
• Ability to read, write and speak Spanish

Benefits

• This is a remote position , but candidates must reside within 2 hours of Minneapolis for occasional requests to be in the office
• Candidate is required to be in the office DAY 1 for equipment pickup
• Work from home environment (following the initial training and onboarding period)
• Eligible for the WTW 401(k) Savings Plan
• The Employee Assistance Program (EAP)
• The Commuter Accounts program
• Any other benefits required by law
• During our busy season you will be expected to work a 40-hour week and overtime when requested.
• During initial training (and during our off season), your hours may fluctuate between 32 to 40 hours depending on client need.

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